What are the responsibilities and job description for the Director of Operations - Commercial Cleaning position at Guaranteed Cleaning Services?
Director of Operations – Commercial CleaningRole and Accountability Overview This is a hands-on operational leadership role within commercial cleaning and facilities services. The Director of Operations will lead a team of Service Managers and oversee multi-site field operations, labor performance, and client satisfaction. The ideal candidate brings strong operational credibility, including direct experience conducting account walkthroughs, estimating special services (floor care, carpet cleaning, project work), and managing labor-driven P&L performance.Key Responsibilities Lead, coach, and develop a high-performing, multi-site operations team to achieve service excellence, quality standards, and productivity goals. Oversee multi-site operations, conduct regular site visits, and ensure consistent service execution across all client locations. Own executive-level client relationships, serve as the primary escalation point, and ensure consistent delivery of SOW commitments and operational KPIs. Lead account startups, transitions, and service expansions to ensure seamless onboarding and operational stability. Develop and execute short- and long-term operational strategies aligned with company growth, profitability, and retention goals. Own operational KPI scorecards (retention, labor efficiency, margin, client satisfaction) and drive data-informed corrective action. Own operational P&L performance, labor efficiency, and cost control to protect and improve company margins. Design, implement, and continuously optimize scalable operational processes, workflows, and best practices. Ensure compliance with industry regulations, contract requirements, company policies, and safety standards across all sites. Partner cross-functionally with Sales, Human Resources, and Finance to support workforce planning, new business onboarding, and financial performance. Oversee budgets, labor planning, capacity forecasting, vendor management, and resource allocation. Lead change management initiatives, implement new tools and technologies, and establish structured training programs to support team development. Present operational performance reports and strategic recommendations to executive leadership. Qualifications 7 years of progressive operations leadership experience; 3 years leading managers or senior-level teams preferred. Demonstrated experience managing operational budgets and improving financial performance. Proven history of leading service-based teams and improving client retention. Experience implementing performance metrics and accountability systems to drive measurable results. Background in contract execution, SOW adherence, and compliance oversight. Strong executive communication skills with the ability to present data and insights to leadership and clients. Proficiency with operational systems, workforce management platforms, CRM tools, and reporting dashboards. Bachelor’s degree in Business, Operations, Engineering, or related field preferred. Desired Attributes Customer-obsessed with a pragmatic, results-driven mindset. Strategic thinker who can translate vision into operational execution. Empathetic leader who develops talent and fosters a collaborative culture. Comfortable with ambiguity and rapid-growth environments. Operates with transparency, takes ownership, and communicates effectively. Essential Requirements Physical: Ability to sit, stand, walk, and travel to client locations. Ability to use standard office equipment and occasionally lift up to 20 pounds. Mental: Ability to analyze information, solve problems, manage multiple priorities, and communicate effectively with employees, clients, and leadership. Environmental: Hybrid work environment including office, remote work, and commercial cleaning sites. May require travel and occasional early morning, evening, or weekend availability. Guaranteed Cleaning Services is a trusted, full-service commercial cleaning company serving the Washington, D.C. metropolitan area and surrounding regions. With decades of experience, we specialize exclusively in commercial facilities, delivering reliable and high-quality cleaning solutions tailored to each client’s needs. We are dedicated to training our employees for the job and delivering quality janitorial services to buildings and customers in the Washington, DC metro area. Driven by a commitment to exceptional service, we uphold core values that define our culture: Be Honest: We are honest and always do the right thing. Be Reliable: We do what we say we’re going to do. Be A Good Communicator: We believe clear and timely communication reduces surprises. Be Positive: We choose positivity over negativity. Be Respectful: We respect others and their differences. Be Great: We exceed expectations by doing our best work. Through these values and our dedication to training and service excellence, we aim to surpass the expectations of our clients and staff, making a positive impact in every community we serve.